About the Team:
The San Francisco Giants Client Relations Department ensures the utmost quality and service to our esteemed clients and guests. You will enjoy being part of an iconic franchise in the sports world and get to experience a company that believes in small teams for maximum impact; that strives to balance work and home life, that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.
About the Role:
Department: Client Relations + Premium Memberships
Reports to: Sr. Director, Luxury Suites & Premium Memberships
The Manager, Cloud Club is responsible for the service and retention of all Cloud Club Members. Utilizing exceptional communication skills, a passion for service, and a savvy understanding of building relationships, this role is instrumental in the representation of our brand and business successes.
You’re Excited About This Opportunity Because…
You want to create relationships with a specific book of business, becoming the liaison between Cloud Club Members and the organization.
You are excited to provide direct communication to clients including all pertinent details on membership benefits and renewal options.
You are motivated to investigate ticket services issues and related procedures and recommend the appropriate course of action.
You are able to show your skills by providing prompt, accurate, courteous and complete service of requests from clientele.
You are dedicated to ensuring the logistical operation of the Club functions properly. Regularly serve as the Manager on Duty.
You will have the opportunity to develop rapport and positive relationships with Cloud Club Members and their guests.
You want to be a leader in the club by directing club hosts daily activities, being a liaison between the clients and the food and beverage staff
This includes becoming knowledgeable on Cloud Club Member policies and procedures, Club seating, food and beverage offerings, ticketing policies and upcoming events and accurately communicate this information to all members.
We will depend on this role to assist in internal ticket processing and account maintenance through various data platforms used by the Giants Front Office. This includes but is not limited to, ticket processing, ticket accounting, credit redemption, updating account and contact information and more.
We will depend on this role to assist in event and benefit execution for the Cloud Club Member experience.
We are hoping you will consistently go above and beyond the service standards to provide ‘wow’ moments for our Cloud Club Members, including celebrating special moments like birthdays, anniversaries & achievements.
You will have a unique ability to earn trust and work cross-functionally within the SF Giants organization.
You respond enthusiastically to internal requests.
You are fulfilled by helping others and are passionate about building relationships.
You are committed to learn new information and make an effort to become self-sufficient in this role.
Exceptional ability to balance sales and service duties and understand the relationship between the two. The ability to make sound independent judgments are essential.
Must possess excellent customer service and organizational skills, with exceptional written and verbal communication abilities, and pay strong attention to detail.
Preferred success rate in retaining high volume inventory for sports teams.
Requires a high degree of creativity, enthusiasm, and a genuine passion about delivering service that elevates our customer experience within the organization.
Must be able to work a flexible, non-traditional schedule. (game days and public ballpark wide events)
Minimum two years experience in customer service and/or retention preferably in the sports or hospitality industries.
Ability to manage and respond to a large number of calls and emails as well as heavy personal interaction with the Giants' customers and fan base.
Proficient in Google Suite, Microsoft Suite, Experience with Tickets.com a plus.
About the Giants
One of the oldest teams in Major League Baseball, the San Francisco Giants are dedicated to enriching our community through innovation and excellence on and off the field. This past decade, the organization has won three World Series Championships, made four playoff appearances and thrown four no-hitters. Off the field, the Giants have become internationally-renowned as a host to entrepreneurial and premier entertainment events. Celebrating over 60 years in San Francisco, the organization is entrenched in the Bay Area community as the Giants work with corporate and non-profit partners to raise awareness, educate and generate interest in a variety of issues important to both their fans and the local community.
We are truly unique; we are an organization committed to your growth, your learning, your development and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, innovation and teamwork and we want you and your ideas to thrive at the San Francisco Giants.
Our Commitment to Diversity and Inclusion
At the Giants, we strive to foster an inclusive work environment that encompasses the rich diversity of the San Francisco Bay Area, the place we call home. We welcome all people and are committed to creating an inclusive community built on a foundation of respect for all individuals. We seek to hire, develop and retain talented people from all backgrounds. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunities to excel.
Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups strongly encouraged to apply. If you are not sure that you’re 100% qualified, but up for the challenge - we want you to apply.
At the Giants, we believe we put our best work forward when our employees bring together ideas that are diverse in thought. We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, religious creed, color, national origin, ancestry, medical condition or disability, genetic condition, marital status, domestic partnership status, sex, gender, gender identity, gender expression, age, sexual orientation, military or veteran status and any other protected class under federal, state or local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability or special need, we would like to know how we can better accommodate you.